Customer Experience Specialist

ABOUT US

Fashion Nova is the world’s leading trend-to-market fashion and lifestyle brand with high-growth categories across its Women, Men, Kids and Beauty divisions. Renowned for delivering the most-wanted styles to millions worldwide, Fashion Nova earned the title of the Top 5 Most-Searched Fashion Brand on Google in 2022, alongside Louis Vuitton and Nike. 

Founder & CEO Richard Saghian launched the brand in 2006, from a retail location in Los Angeles. After multiple store openings, Saghian launched the e-commerce website for Fashion Nova in 2013, pioneering a disruptive social commerce model of affordable, on-trend, size-inclusive clothing online – powered by an innovative, social media-first marketing strategy. 

Today, Fashion Nova has amassed over 40 million social media followers, with annual sales of approximately $2 billion!

The brand’s name has been featured in chart-topping hit songs by Cardi B, Drake, 21 Savage, Saweetie, The Game, Tyga and Offset and its styles have been worn by many celebrities, artists and athletes including Meg The Stallion, Ice Spice, Chris Brown, Floyd Mayweather, Rick Ross, Kourtney Kardashian, and Kylie Jenner

ABOUT THE ROLE

Under direct supervision, the Customer Experience  Specialist provides support and assistance to a global customer base across a variety of platforms, including email, phone, chat, web submission, and social media. As a Specialist in this new era of customer service, your role goes beyond traditional support; you will actively utilize an extensive stack of digital tools, engage in reviewing and training AI models, and handle complex interactions such as escalated complaints and public reviews. You will use the digital tools available to review the customer’s account, order history, and specific details to determine the root cause, both to assist in resolving the customer’s issue and to identify potential fraud. You will work with the Customer Care Team to improve the customer’s journey, while working to maintain positive relationships between departments and servicing the needs of the customer. You must be an effective communicator and a multitasking guru. Primary responsibilities include claims processing, agent account inquiries, escalated calls, and other ad-hoc tasks as needed. The work location of this position will be at our distribution center located in Santa Fe Springs, California. 

As the first step in our interview process, you will be asked to complete a typing proficiency test.

RESPONSIBILITIES

• Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, phone, chat, web submission, and social media.
• Utilize a wide array of systems, software, and platforms as needed to complete complex tasks (e.g., Salesforce, Shopify, HighJump, and emerging AI/CRM tools).
• Review and evaluate AI-generated customer responses for accuracy, tone, and brand alignment; providing feedback to assist in improving our customer experience and communicate issues, trends, and improvement opportunities to leadership.
• Assist with the onboarding and training of new team members on customer care protocols, digital systems, and standard operating procedures
• Execute targeted outbound calls to proactively resolve customer friction, gather feedback, follow up on complex escalations, and identify natural opportunities for upselling and cross-selling.
• Monitor and handle public reviews, offering feedback, responding constructively, and resolving escalated complaints as needed.
• Assist customers to resolve their issues, including but not limited to: credits, refunds, returns, order problems, missing/damaged items, shipping/tracking, claims, inventory, and sizing.
• Respond to complex situations, assuring a high level of service.
• Handle daily communications between transport companies and internal teams to ensure successful claim processing for lost parcels.
• Resolve higher-tier level issues that are escalated from other agents or automated workflows.
• Communicate and assist with our internal teams to reach the best solution for new issues and/or problems that arise. 
• Assist the warehouse teams with locating and supplying missing customer information requests.
• Collaborate with team members to achieve departmental goals while maintaining accountability for individual performance metrics (e.g., Average Handle Time, First Contact Resolution, Customer Satisfaction).
• Role responsibilities may evolve. Specialists are expected to maintain a flexible approach and assist with cross-functional tasks as required.
• Complete special projects as requested by the management team and adapt to changing operational priorities.

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum one (1) year of previous customer service, contact center, e-commerce, or retail experience.
• High School Diploma or equivalent. 

KNOWLEDGE & SKILL REQUIREMENTS

• Prior service experience communicating via calls, emails, and chats is a must.
• Highly technologically adept: comfortable learning and navigating an array of modern SAAS tools.
• Exceptional attention to detail and quality control.
• Ability to time manage, organize, prioritize, and reorder workload in a dynamic environment.
• Customer centric attitude with stellar quality attributes in tone/demeanor/critical thinking.
• Familiarity with contact center metrics, scorecards, and KPIs.
• Flexible thinker, capable of creating, adapting and customizing responses in an omnichannel environment.
• Typing WPM: 45 or above.

WORKING CONDITIONS

The working conditions described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is primarily an on-site position. Employees are expected to perform their duties in-office during scheduled shifts. Remote work may be assigned on a limited basis based on business needs. All real-time customer interactions, including inbound/outbound calls and chat, must be performed on-site. Incumbents in this position work under typical office conditions, and the noise level is usually quiet to moderate

PHYSICAL REQUIREMENTS 

• Able to reach and extend both arms to full length without restrictions.
• Able to type on a keyboard consistently throughout the day.
• Able to work with both hands without restrictions.
• Able to sit or stand for long periods (8-12 hours) without restrictions.
• Ability to ascend and descend staircases without restrictions.

DISCLAIMER

This position description is not designed to cover or contain a comprehensive or exhaustive listing of activities, duties, or responsibilities that are required of the employee for this position. Similarly, the listed activities, duties, or responsibilities may change at any time with or without notice. Employees are expected to regularly review their position descriptions and ensure that they are executing the essential functions at a level that meets or exceeds the expected performance outcomes.

BENEFITS

• New State-of-the-art HQ located in Beverly Hills
• Formalized career paths for continued professional growth
• Comprehensive health insurance across Medical, Dental and Vision
• 401k match, with immediate vesting upon eligibility
• Weekly catered lunches & fully-stock kitchen pantry!
• Opportunities to travel for trade shows and vendor meetings
• Summer Fridays Early Departure
• Team bonding events and programs
• Attractive employee discounts!

Fashion Nova, LLC, and subsidiaries thereof, is an Equal Opportunity Employer. We are steadfast in our commitment to equal employment opportunities and pledge that these objectives are reflected in all aspects of our daily operations. We will continue to recruit, hire, train, and advance in employment qualified individuals in all job titles without regard to race, color, national origin, gender, sexual orientation, gender identity, religion, age, status as a protected veteran, criminal history, or status as an individual with a disability; and shall not discriminate against any individual, any such characteristic, nor any other classification protected by local, state and|or federal law.